Refund and cancellation policy
How refunds, cancellations, and rescheduling work for Valleybase Atlas reporting engagements.
Eligibility
This policy applies to professional services described on this site: monthly reporting packs, store-cluster dashboard design, category performance reviews, and one-time board packs. It does not cover software licenses, physical goods, or subscriptions we do not sell.
Timeframe
Refund requests should be sent in writing to hello@page-valleybase.click within fourteen days of the invoice date for unused prepaid work, or within seven days of a delivery you believe fails the agreed scope.
Full and partial refunds
- Full refund: Available if we cancel an engagement before kickoff, or if a fixed project is cancelled by you before any discovery work begins and no deposit has been applied to scheduled analyst time.
- Partial refund: If work has started, we refund the unused portion after deducting time already spent on scoping, data review, drafts, or meetings, billed at the rates in the statement of work.
Non-refundable items
- Completed monthly pack cycles already delivered
- Completed review calls and on-site readouts
- Third-party costs pre-approved in writing (for example courier or print runs)
- Deposits explicitly marked non-refundable in the statement of work once discovery has begun
Monthly retainers
Retainer clients may cancel with thirty days’ written notice before the next cut-off date. Fees for a month already in production after extract freeze are due in full. Prepaid months not yet started are refundable minus any non-refundable deposit stated in the agreement.
Deposits, no-shows, and rescheduling
Kickoff and review calls may be rescheduled once with at least forty-eight hours’ notice. Missed calls without notice may be counted as delivered for that cycle. Deposits secure calendar time; if you withdraw after kickoff materials are prepared, the deposit covers that preparation.
Work already started and materials
Draft pages, metric dictionaries, and analysis notes produced before cancellation remain our work product unless fees for that phase are paid. Client source data is returned or deleted on request after settlement.
Refund process and timing
Email hello@page-valleybase.click with your invoice number and reason. We confirm eligibility within five business days. Approved refunds are returned by the original payment method within fourteen business days where the payment provider allows; otherwise by bank transfer to an account you nominate.
Exceptions
Statutory rights under Vietnamese law that cannot be waived remain available. Force majeure events that prevent delivery may lead to rescheduling or a pro-rata credit rather than an automatic cash refund.
Contact
15 St. 12, Blk 4, An Phu Ward, Ho Chi Minh City · (84-67) 861281 · hello@page-valleybase.click